Principal AI Solutions Architect, Customer Success

Genesys • New York, MA

3d • $135,600 - $238,600

About The Position

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for designing, developing, and testing highly customized self-service digital and AI-driven bot applications, including Virtual Agents, generative AI bots, and Agentic Virtual Agents across Genesys platforms. The role offers opportunities to apply current AI technologies to deliver customer experiences using Genesys bots and third-party platforms such as Google and Amazon.

The Principal AI Solutions Architect provides software development and architecture design, integration consulting, Agile leadership, customer training, team education, and end-to-end delivery. The role manages strategic project initiatives, works with customers and technical teams to design and deliver digital bot solutions, and provides customer technical consulting. It includes creating estimates, leading SS&AI delivery, supporting testing and quality assurance, demonstrating solutions, and transferring knowledge to customers. The position works with a global community and requires flexibility to align working hours with customer and team interactions.

Requirements

• BS, MS, BA, or equivalent in Computer Science, Engineering, or a related field is preferred.
• 10+ years of experience with commercial Digital CCaaS applications, routing, bots, and development using appropriate development tools and advanced speech recognition engines.
• 6+ years of experience working with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook/fulfillment experience and development skills.
• Ability to work US hours.
• Demonstrated understanding of and experience effectively using generative and agentic AI tools.
• Demonstrated experience in a customer-facing role, handling difficult customer situations, and providing thought leadership in effective client consulting.
• Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
• Ability to work independently on routine duties or projects with general instructions for new assignments, take initiative, and help define and create new product features.
• Solid analytical programming and problem-solving skills, with ability to learn new technologies and product features quickly.
• Excellent English verbal and writing skills and ability to interact effectively with business and technical audiences.
• Ability to understand and consult effectively with clients and partners, including vendors and internal teams, in a fast-paced environment and with flexible schedules.
• Willingness to travel.

Nice To Haves

• Additional computer languages such as PHP, Java, or C# are a plus.
• Similar communication capabilities in other languages are a plus.

Responsibilities

• Manage project initiatives of strategic importance to the organization.
• Participate in customer workshops and design digital bot flows using Genesys products, design best practices, and awareness of product nuances.
• Independently and collaboratively design, develop, and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Create development effort estimates in collaboration with the team manager, Professional Services project managers, or regional managers.
• Work with the Product Owner and Scrum Master to drive user story creation and ownership for SS&AI-owned epics for IVR, routing, and bots; lead SS&AI team delivery.
• Present and demonstrate proposed digital bot solutions, and provide knowledge transfer of delivered solutions when needed.
• Create and execute test scripts for call flows and other logic, and use Genesys tools, logs, and reporting to provide UAT and QA support.
• Communicate within the global community while respecting cultural, language, and time-zone variations.
• Adjust working hours to support customer and team interactions.
• Provide feedback to the product organization about issues with APIs, products, documentation, or architectures.
• Provide customer technical consulting to determine key deliverables, outcomes, code best practices, and deployments.
• Assist with resolving escalated customer issues originating with customers or partners.

Benefits

• Medical, dental, and vision insurance.
• Telehealth coverage.
• Flexible work schedules and work-from-home opportunities.
• Development and career growth opportunities.
• Open Time Off in addition to 10 paid holidays.
• 401(k) matching program.
• Adoption assistance.
• Fertility treatments.
• Paid volunteer time.
• August Free Fridays.
• Well-being resources and regionally tailored programs for employees and their families.
• Education support.
• The role might also be eligible for commission or performance-based bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal